[PDF] Service Coordinators in Multifamily Housing Program Resource Guide

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July 2018

CONTENTS

INTRO

DUCTION

............................................................................ 2 A. Se

rvice Coordinators in Multifamily Housing Program ................................................................... 2

B. Purpos

e of the Resource Guide ........................................................................ ............................... 2

C. Org

anization of this Guide ........................................................................ ..................................... 3

Chapte

r 2. Doing the Job of Service Coordination ........................................................................

.................... 5 A. Th

e New Service Coordination Model........................................................................

.................... 5 B. Pr

oactive Engagement and Outreach ........................................................................

.................... 7

C. Con

ducting Assessments and Developing Resident Services Plans ............................................. 8

D. Dev

eloping a Property-Wide Profile ........................................................................

....................... 9 E. Es

tablishing Partnerships with Community-Based Service Providers .......................................... 10

F. Mak

ing Supportive Services Referrals ........................................................................

................. 11

G. Edu

cating and Advocating for Residents ........................................................................

............. 12

H. Inte

rfacing with Other Property Staff ........................................................................

.................... 13

Chapte

r 3. Hiring and Training Service Coordinators ........................................................................

............. 16 A. Re

commended Minimum Qualifications for Service Coordinators ............................................... 16

B. Se

rvice Coordinator Training Requirements ........................................................................

........ 16

C. Tra

ining in Service Coordination for Other Property Staff ............................................................ 19

Chapte

r 4. Confidentiality and Conflicts of Interest ........................................................................

................ 20

A. Con

fidentiality of Resident Information ........................................................................

................ 21 B. Pr

ofessional Boundaries and Conflicts of Interest .......................................................................

22

Chapte

r 5. Files and Records Management ........................................................................

.............................. 25 A. Th e Resident File ........................................................................ ................................................. 25 B. Th

e Service Coordinator's Program File ........................................................................

.............. 26

C. Fil

es and Records Maintenance and Retention ........................................................................

... 27

Chapte

r 6. Service Coordinator Funding, Reporting, and Program Monitoring............................................ 30

A. Fu

nding Sources for the Service Coordinators in Multifamily Housing Program .......................... 30

B. Pr ogram Reporting ........................................................................ ............................................... 32

C. Ser

vice Coordinator Program Monitoring by HUD Staff ............................................................... 33

D. Ser

vice Coordinator Program Non-Compliance ........................................................................

... 33

CONTENTS

Chapter 7. Quality Assurance in Service Coordination ........................................................................

........... 36 A. R

equirements for a Quality Assurance Professional .................................................................... 36

B. S

ources of Funding for Quality Assurance........................................................................

........... 38

C. Qua

lity Assurance Tasks and Activities ........................................................................

............... 38 D. Qu ality Assurance Reporting ........................................................................ ............................... 41 Appe

ndix A: Resources for Service Coordinators ........................................................................

.................. 42 Appe

ndix B. HUD Reviews of Local Service Coordinator Programs ............................................................. 43

On-si

te Reviews Monitoring Preparation ........................................................................

........................ 43 No tification of Review ........................................................................ ..................................................... 43 Co nducting the On -Site Review ........................................................................ ...................................... 43

CONTENTS

CHAPTER 1. INTRODUCTION TO THE RESOURCE GUIDE

Service Coordinators in Multifamily Housing Program Resource Guide ű2

INTRODUCTION

A. Service Coordinators in Multifamily Housing Program HUD's

Service Coordinators in Multifamily Housing program provides funding for service coordinators to assist

elderly individuals and persons with disabilities in obtaining the supportive services they need to continue to live

as independently as possible in their homes. The service coordinator plays a critical role in supporting HUD-

assisted multifamily housing as a platform for financial security, physical security, social connections, and the delivery of long -term community based supportive services, especially for vulnerable populations such as the elderly and persons with disabilities.

What is a Service Coordinator?

A service coordinator in HUD-assisted

Multifamily Housing is a staff person hired or

contracted by an assisted housing owner or its management company to foster an environment in which elderly persons and persons with disabilities can live independently and remain in their com munities.

A service coordinator helps residents to access

services available in the community, and designs programs and services to meet the needs and desires of the property's residents.

One Program with Two Funding

Sources

HUD expects all service coordinator programs to

adhere to the same program standards regardless of the source of funding. There are two main funding sources for the Service Coordinators in

Multifamily Housing program: operating funding

(through the property's operating budget or other eligible project resources) and grants awarded through notices

of funding availability issued by HUD and renewed on an annual cycle, subject to the availability of funds.

Additional information about the sources of funding for the Service Coordinators in Multifamily Housing program

is found in Chapter 6 (Service Coordinator Funding, Reporting, and Program Monitoring) of this resource guide

and in HUD's Multifamily Financial Toolkit.

B. Purpose of the Resource Guide

The purpose of this Service Coordinator Resource Guide is to provide guidance on how to operate an effective

service coordination program in HUD-assisted multifamily housing that is designed or designated for occupancy

by elderly persons and/or persons with disabilities. The guidance and standards specified in this guide apply only

to the Service Coordinators in Multifamily Housing program, as authorized under sections 671, 672, 674, 676,

and 677 of the Housing and Community Development Act of 1992 (Public Law 102 -550), as amended by section

851 of the American Homeownership and Economic Opportunity Act of 2000 (Public Law 106-569).

Thi

s Resource Guide outlines the program standards that HUD expects of all multifamily service coordinator

programs. It is targeted to new and experienced service coordinators as well as owners and managers of HUD-

assisted multifamily housing, quality assurance professionals, and HUD staff.

HUD's Management Agent Handbook

(Number 4381.5) is the primary guide for operating a Service

Coordinators in Multifamily Housing program. Chapter 8 of the Handbook provides the procedures for requesting

Properties that are designated primarily for occupancy by the elderly or persons with disabilities under the

following programs are eligible to participate in the Service Coordinators in Multifamily Housing program:

Section 202 properties, designated properties with project-based Section 8 assistance, and designated

properties developed through the Section 221(d) (3) Below Market Interest Rate and Section 236 programs.

Section 811 properties are not eligible to receive funding for this purpose.

CHAPTER 1. INTRODUCTION TO THE RESOURCE GUIDE

Service Coordinators in Multifamily Housing Program Resource Guide ű3

funding for service coordinator programs, the statutorily mandated training and ongoing education requirements,

and procedures for operating the program. This guide is a supplement to the Management Agent Handbook and

represents the most current guidance on administering the Service Coordinators in Multifamily Housing program.

Whenever conflicts exist between the guidance in this resource guide and the Management Agent Handbook,

Chapter 8: Service Coordinators, this guide prevails.

C. Organization of this Guide

The remaining chapters of this Resource Guide are organized as follows:

Chapter 2: Doing the Job of Service Coordination

Chapter 3: Hiring and Training Service Coordinators Chapter 4: Confidentiality and Conflicts of Interest

Chapter 5: Files and Records Management

Chapter 6: Service Coordinator Funding, Reporting, and Program Monitoring Chapter 7: Quality Assurance in Service Coordination

Appendix A: Resources for Service Coordinators

Appendix B: HUD Reviews of Local Service Coordinator Programs

CHAPTER 1. INTRODUCTION TO THE RESOURCE GUIDE

Service Coordinators in Multifamily Housing Program Resource Guide ű4

CHAPTER 2. DOING THE JOB OF SERVICE COORDINATION

Service Coordinators in Multifamily Housing Program Resource

Guide ű5

Chapter 2. Doing the Job of Service

Coordination

The service coordinator's role is complex and far-reaching. Many elderly individuals and persons with disabilities

living in assisted housing have unmet needs and require services and assistance that property owners or

managers cannot identify or effectively coordinate. Service coordinators help to coordinate the provision of

supportive services to help all residents continue to age in place and delay or avoid the need for higher levels

care (e.g., an assisted living facility or skilled nursing facility). Service coordinators manage and provide access

to necessary supportive services in the community, provide case management services as needed and

requested, and develop programs and resources that support wellness for the entire resident population.

Exhibit 1 summarizes the main role of service coordinators in multifamily housing.

Exhibit 1: Role of Service Coordinators

Service coordinators ARE Service coordinators ARE NOT Advocates on behalf of their residents Direct service providers Resources for residents on available community-based services, and can answer any questions Recreation or activit directors

Facilitators

of w ellness and other e ducational pr ograms f or residents

Duplicators of existing community services

Motivators who empower residents to be as independent as possible

Distributors of medical aids, medications, or

medical advice Monitors who follow up with services provided to residents Handlers of residents' funds Champions who encourage residents to adhere to a healthy lifestyle

Managers or leasing agents

Educators who provide trainings and assistance to residents and other property staff

Drivers of residents

Advisors who can assist residents with building support networks and consult with tenant organizations and resident management

Organizers or leaders of resident

associations or councils Referral agents who connect residents to service providers who can meet their needs

Powers of Attorney for residents or

individuals who sign checks for residents Community partners to assist residents with accessing community-based services This

chapter provides an overview of the service coordination model that HUD expects service coordinators in

multifamily housing to follow. This model represents a proactive approach to service coordination in which the

service coordinator reaches out to and engages residents, conducts non -clinical assessments of resident capabilities, inte rests and needs, and makes referrals to service providers in the community as necessary and appropriate.

A.The New Service Coordination Model

The service coordinator's role in HUD-assisted multifamily housing has evolved over time. In the past, many

service coordinators understood their role as providing those residents who sought their assistance with basic

information and referrals for services. With the growing and more complex needs of today's older adults, the role

of the service coordinator has evolved to a more proactive level of coordination, engagement, outreach,

assistance, and case management services with a focus on wellness and independent living. This new service

CHAPTER 2. DOING THE JOB OF SERVICE COORDINATION

Service Coordinators in Multifamily Housing Program Resource

Guide ű6

coordination model reflects the evolving level of service that HUD expects all service coordinator programs to

provide to residents.

Exhibit 2 shows some of the key ways that service coordinators assist residents through the new service

coordinator model. Exhibit 2: Holistic Assistance Coordinated by Multifamily Service Coordinators Cor e functions that all service coordinators should fulfill include: Conducting comprehensive, non-clinical assessments of residents for wellness and social needs;

Helping residents to identify, access, and coordinate services (such as personal care services), including monitoring of services provided and follow-up communication with service providers;

Monitoring the receipt and follow through of services, including encouraging and motivating residents to

engage with providers and participate in their own care/services management;

Proactively developing and arranging educational/preventative health programs and services for residents;

Developing and sustaining partnerships with the Area Agency on Aging, the Aging & Disability Resource Connection, community-based supportive service providers and other community stakeholders; and

Maintaining an up-to-date resource directory with all local service providers. Som

e well-established service coordinator programs also serve additional functions, such as being part of an

interdisciplinary team supporting residents' ability to age in place that may also include health professionals.

CHAPTER 2. DOING THE JOB OF SERVICE COORDINATION

Service Coordinators in Multifamily Housing Program Resource

Guide ű7

B. Proactive Engagement and Outreach

It is important that service coordinators introduce themselves to all residents and provide information about the

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